Let's just talk about Aaron Lux, my Service Consultant. He was phenomenal throughout the process by keeping me updated, checking in to ensure messages were received, and overall kind and accommodating. I can tell that he loves ensuring customers are satisfied. It comes so naturally for him. He exhibits the true intent of a "Lexus Experience" when it comes to service. Thank you Aaron! read more

*if enough likes or funny thumbs occur on this review, I will add the text screenshots of the rude female from the business office proving her disrespectful attitude* If you would like to deal with a DISHONEST dealership, then look no further. Due to the pandemic, the selection of available cars is very limited. We had to choose from a list of already incoming cars that were already arriving to the dealership. We put a fully refundable deposit on one of the unclaimed incoming cars. We were told if we didn't want the car, it was fully refundable. The car arrived and we saw it and declined it. Again, it was not our desired specs and so they said they would refund us that day. We did not test drive or do anything to the vehicle. Several weeks later, no refund still. After talking to the accounting department, they were incredibly rude and tried to make it like a guilt trip that they had to refund us our deposit. Ultimately, the plan from the dealership was likely to not refund the money until we brought it up. And the accountant manager was beyond rude in her text messages to us. Will NEVER RETURN and wish these terrible individuals move to another state. Texans should have southern hospitality and never bad attitudes. I wonder how many other customers they have scammed and never returned the deposit. Sounds like a lawsuit that should have already happened. read more

Edwin was the worst salesman I have ever dealt with, do not purchase from used inventory. We bought a used vehicle, immediately it drives rough, mechanic says it needs a new transmission. Edwin takes the car back and keeps it for two weeks. Then text "it's ready". It was not, they didn't even fix it. Would love for a higher up to call me to get all the details. read more

I was asked to bring our new car in for the 30 day check up. I was told it would be 45 mins. When I got there my service representative was out to lunch, so I had to wait. Once the car was checked in I was told it would be and 1.5 hours. Really it ended up being 2.5 hours. For a 30 day new car check-up that I could have passed on. I don't think they value peoples time. Now they can't find my car. So I'm still waiting. 3 people have asked to see my paperwork. read more

Update. Was contacted by someone after I posted. They offered to "help " me out by paying for the parts( $1000) and I only pay for labor (about $400). So I have to pay for something that should have been caught and fixed prior to purchase. I've talked to someone who has fixed these in the past. It takes less than 30 minutes to fix but they're charging about $400 labor. Their salesman was accurate in describing their service as over sold and over priced. This should have been an easy resolution but obviously they are not interested in customer satisfaction. read more

I initially didn't have the greatest experience here, but after speaking with the manager on several things related to customer service, I definitely have to say that my view changed. Long story short, I spoke with two different salesmen within 3 days at Sterling and they both told me different things about searching for inventory. One informed me that he could search for all inventory for Lexus' in Houston and the other informed me he could only search this specific location's inventory. Turn out, each salesman actually has different access - so if you want to look for cars within Houston and need to check inventory, ask different salesmen here since hey have different limited access. A few days later, one of the salesman emailed me to follow up. After exchanging a few emails with him, he suddenly became rude, harsh, and aggressive. It definitely did NOT make me want to come in here. The email exchange was so unpleasant that I came in to speak with a store manager. The store manager took time out to explain how "internet sales" works and how different salesmen are limited to see different inventory. She said that there was no excuse for the salesman to be so rude to me in his email and apologized on his behalf. I appreciated her honesty and her time. She was very sorry to hear about my bad experience, but I am glad that Sterling really does want to and strive to produce great customer service. I ended up working with another salesman, Cao Dam, and he gave me a great deal and was, more importantly, honest and pleasant to deal with. If you are to come here to purchase a new car, I would recommend Cao and Deborah is a great manager. As for the unpleasant salesman I spoke with, I don't want to name any names but just be careful who you talk to. read more

Sterling McCall Lexus - The email I received from a salesman - he came off rude and very impolite - Car Dealers Near Me - Houston, Texas

The folks here are attentive and pleasant. Marlon Romero is the friendliest of all the Service Consultants I have met in 40 years of sales & service. Quotes are rapid. Prices moderate. Quality work is his mantra. Oh, Marlon? He's as honest as the day is long! Need service? He's your guy!! read more

Got my parts from here because they allow you to order without having to come in (unlike the other Lexus on I-10). However Parts department always takes forever to answer the phone. Every time I call it's at least 15 min wait time before they answer. No way to track parts to know when they're coming in. Next time will just drive to the other Lexus dealer to avoid the hassle. read more

Jesse Hartman is amazing. great service and makes my experience great every time. I wouldn't go to anywhere else because of him!

As a long time Lexus customer, this was my first experience with Sterling McCall. My family loves the Lexus products, but would advise anyone in the market to steer clear of this dealership. Northpark Lexus and Sewell are substantially better options with enormously superior customer service. read more

Larry Miller, your business practice is unsafe and dangerous. The fact that you are not taking responsibility for this serious situation is beyond concerning. And, as for your invitation to return for other services, No Thanks! I will not continue to recieve such reckless service from you. That would be reckless of me. read more

I hate to write reviews, but when a situation is disturbingly bad, it can become imperative to do so. I have been servicing my 2006 GX 470, at Sterling McCall Lexus, for years, and along the way, I have had a few annoyingly bad experiences, but this last one tops the list, hence this review. About a month ago, I noticed that the rear side of my vehicle was dropping, so I took it to the dealership. I was told it would cost about $1600 to fix the problem. A day later, I got a call that my vehicle was ready. I got there, paid the bill, and drove away. I had barely driven off, when several lights came on, that were not there before. I immediately drove back, and was told it was normal for my type of vehicle, because of the year! I said the lights were not on before. After going back and forth, and getting nowhere, I left, frustrated and angry. I got home, only to find that the initial problem wasn't even fixed, a problem I paid over $1500 for! I went to the service director, and had the same runaround, without getting the problem solved. I then called the General Manager, Joey Dupuis, and left a message. The GM did not return my call, nor replied to my subsequent email. I was very angry. I travelled out of the country, for business. I have just returned, only to find my vehicle in my driveway, worse than ever. I guess my next action will be to write Better Business Bureau, and regulatory, governmental agencies. Adrian Davieson, PhD read more

Service is the best . These guys have it together . I inherited my dad's Lexus and brought it to houston and the service was top notch easy in NC as it is here in Houston . Have an Audi now which I love but their service dept as well as online systems are awful missing Lexus for that part . read more

I never had a problem with service. Larry Miller and his team are the best. I have been servicing my car with them for years and have never had a problem. The sales department and general management can be another story. They can be very arrogant and humiliating. All smiles and handshakes if everything is correct and perfect; otherwise, you can get a cold shoulder and a humiliating attitude. BTW, does this place have a visible, working general manager? read more

This used to be the best experience in getting your car serviced. Now they just don't seem to care. Sterling McCall Service, Look at what you were doing 2 years ago and go back to that. I'm willing to pay the premium to go to the dealer for service, but I expect the service to be better for the price. Phone calls are never returned. Failing to properly diagnose issues. I feel like I'm chasing you to give you my money. Three strikes and you're out. read more

What a disappointing experience. I've been trying to get a recall on my mother's Lexus fixed for over two months now. The Lexus website states "remedy available". I first called about two months ago and was told that the parts weren't available and they would contact me when they get an order in. One month later, I hadn't heard back, and I call again, and they tell me parts still aren't available. Annoying but not the dealer's fault. To my surprise, less than 30 minutes later, I get a call saying they found the parts, and they scheduled a time for me to come in. To their credit, they gave me a loaner. However, right after I got home, I get a call saying that there were no recall parts available so they didn't do any work. Seriously? Why did I waste two hours of my day getting there? Why did I pointlessly expose myself and my immunocompromised mother to potential COVID exposure? Why call me and schedule an appointment if you don't have the parts? Alternatively, if you did have the part but ran out, why not set one aside for a confirmed appointment? What a complete and utter waste of time. I'm only bumping this up to two stars because everyone I spoke to was very polite and they're taking COVID-19 seriously with banners and baggies for your keys, plastic covers for sets, etc. read more

Took my older Lexus here to get an oil change done and not a single advisor approached my car to help me. Meanwhile all the cars around me were being helped. I thank god I'm a mechanic and can service my car myself, I just didn't feel like doing it that day. So, in conclusion if you don't want to be treated like a second class citizen for having an older car, save yourself some time and don't come here. read more

Disappointed with 6 month check up wait time. I've had this 10 am appointment for a month, and yet, when I check on my car at 12:15, they haven't started working on it, and they say it will be another hour. What is the point of scheduling an appointment? I expected more from Lexus. read more

Wonderful dealership that cares about their customers and loyalty! Thank you so much Tufon for everything and thank you to Nam in financing for all your help to get my daughter the vehicle of her dreams. Tufon and Nam are so professional and hilarious. They would turn a frown, upside down. Look forward to doing business with you in the future Tufon and Nam please do not go anywhere as you have explained everything wonderful to my daughter for her brand new car. I could not ask for anything better. Thank you guys both so much and look forward to working with both of you in the future. read more

Sterling McCall Lexus - Wonderful gift for my daughter's graduation that I know value will not depreciate on. - Car Dealers Near Me - Houston, Texas

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I have been using Sterling McCall Lexus for nine years but I will no longer bring my car to them. They were going to charge me for 2500 dollars for repair I did not need. I got a second opinion from a reputable garage that my neighbor uses. He enjoys fixing old luxurious cars so he knows about cars. Before you do any major car repair on your Lexus get a second opinion. As per your answer to my review you have my name and information that I texted you and to this day you have made no attempts to contact me. read more

My mom went to this dealership and got ripped off. Now I'm stuck paying $1300 monthly.

Excellent service and competitive prices. Patrick Heins is AWESOME. He knows his stuff, keeps up with the industry from a technical, supply chain, and sales perspective. Very honest and helpful. SML does its best to make customers happy. They offer nice new loaner cars, free tolls, no tank refill necessary. Their lounge is comfy, nice snacks, cappuccinos, WiFi, etc. Their appointment system is very detailed and efficient. I always get pre and post appointment personal phone calls from service reps. My oil change is dirt cheap and they wash my car. Other dealerships just can't compete. Best part, my Lexus still hasn't needed anything serious so far. Those things are still extremely reliable. read more

What happened to the service department? Normally the time for oil change is around 1 hours and 1/2 to 1 hour 45 minutes Today its took 3 hours and a half for complimentary oil change for new LS500 As of a long time customer since October 1990--bought so many Lexus from same dealer and went to service for over 100 times never happened like this before Do they still care for their customer? Family still driving four Lexus LS500-LX570 RC200t and IS250 I live in Northwest and passed Westside Lexus and going to Sterling Lexus for business and got bad service I don't think I going back anymore read more

Recently relocated to TX from Chicago. Went here for the complimentary car wash service that I regularly get in Chicago. However, I was told by a service person that car washes are only MAYBE offered if you get a service. When I asked to speak to a manger just to get more insight since I'm new to the city, they didn't bother coming out to speak with me. The service person came back and and just said the manager says the same thing. I will never come here for any services needed since they couldn't take a few minutes (they weren't busy at all) to speak to a valuable customer. read more

This location sold me my "certified pre-owned" 2017 RX 350 with the 4 wrong-sized tires and NEVER APOLOGIZED for it. Driving my car in this condition could have caused an accident, which could have taken my life. I had to escalate the issue all the way up to the GM in order for anyone to pay attention to my very valid issue, and even then, I never received an apology from any of the managers I dealt with, which included service manager, Paul Zapata; Larry Miller, Director of Service; and the general manager, Joey Dupuis. In the interest of transparency, this issue was discovered on 3/15/2023, but it has taken me over a year to recover from the mistreatment I endured. And to provide more context, I am a woman and am a person of color (Mexican-American). I mention this detail because I do feel I was "dismissed" in a way that someone who is in a more privileged position, would not have been dismissed. Here are all the details, which are all documented with an extensive paper trail, which is why I plan on taking legal action against Lexus (I'm in the process of interviewing lawyers now)- Timeline 1. Purchased car 1/11/21. Lexus should have sold me a car with the correct-size tires, but I was sold a certified pre-owned vehicle that passed a 27-point inspection, with 4 wrong-sized tires. 2. I got this vehicle serviced at this Lexus location 4 times: a. 3/16/2022 b. 5/27/2022 c. Date unknown but I do have the invoice somewhere... d. 3/15/2023 3. 10/10/2023- I had to replace 2 tires, and I decided to purchase them from Discount Tire as they have an EXTENSIVE warranty available. Discount Tire installed the correct-size tires on my car, and at that time, I made the decision to purchase warranties on all 4 tires - 2 of which were the incorrect-size tires that Lexus installed... and again, I was still completely unaware of this. 4. 3/15/23- At approximately 9:30am, I arrive for my 40,000-mile oil change and maintenance service at this Lexus location. At approximately 12-12:15pm, Matthew returned my car to me, and I was told that everything was fine aside from recommending that my front brakes will need to be replaced soon. When I exited Lexus and turned onto the feeder of 59, I noticed a notification I had never seen before turn on, continue flashing and my car was unable to accelerate. I immediately returned to Lexus, and I visited with Matthew and Paul (Paul Zapata, the service manager) who informed me they would take my vehicle "to the back and take a look." 5. 3/15/23- I expected this to be a quick fix, maybe someone hit a button they shouldn't have, but I had no way of knowing that this was going to turn into an issue that has been 1 year, 2 months and now 5 days (back when this was brought to my attention on 3/15/2023) in the making. At approximately 12:15-12:30pm, Matthew informed me that they would need to keep my car to review it, and he let me know that a loaner vehicle would be provided to me. I leave Lexus to finally proceed with my workday and await an update. 6. 3/15/23- At 3:03pm, I receive a phone call from Matthew informing me that Lexus installed the incorrect-size tires when they sold me my vehicle on 1/11/23, which means I have been driving and paying for a vehicle in non-optimal condition for 1 year, 2 months and 4 days (again, this was back when I originally discovered the issue on 3/15/2023). As I'm listening to Matthew attempt to explain this to me in a way that does not highlight that it was actually Lexus' wrongdoing, I am completely taken aback as I am being told that I have been driving and paying for a car that was provided to me in the incorrect condition per Lexus's spec's. I simply couldn't believe it! I then inform Matthew I am concerned that Lexus made this mistake, and he then tells me that the service manager, Paul, would be getting back to me. 7. 3/15/23- At 3:11pm, I receive a phone call from Paul Zapata, the service manager, and I inform him that on 1/11/2022, I was supposed to be sold a card with 4 correct-sized tires. Regardless of this incredible mishap, Paul then offered to "give me" 2 of the tires with Bridgestone brand, as I had already personally replaced the 2 other tires to the correct size (again, I didn't know this). I quickly corrected Paul and told him that he isn't "giving me" anything, as I paid for a "certified pre-owned" $43,429 RX 350, with 4 wrong-size tires...not 2 tires. Further, this "solution" they were offering me would require that if I had a flat tire, I would need to first make 2 phone calls before I could call roadside assistance: I would have to call Lexus and Discount Tire to confirm which tire was flat and where I would need to go for service. I asked Paul if that was really Lexus's expectation, and he answered, that "yes," it was. Again, I couldn't believe it! **Character count is not allowing me to post the full review.** read more

Love Sterling McCall Lexus and their service department! Will always return here for service and see Marlon! read more

I have bought three new vehicles from this dealership over the past 20 years, and I will not buy another one. Their service department continues to disappoint me. They had my car for two days for a "30,000 mile service". The service cost over $600. This is the message on my dashboard today. (The day after I get my car back from service). So what did they do to my vehicle for the $600 I paid? I get a sick feeling when it is time for me to have service. I know it will never be a smooth transaction. Something is always forgotten or I end up pressured into paying for another service. Service here used to be really great. That is why I continued to go back. Back when my vehicle was reliably taken care of. read more

Sterling McCall Lexus - Service needed - Car Dealers Near Me - Houston, Texas

Best service and customer relations, great little cafe piña! clean and very efficient dealership from parts to service department. read more

Do not recommend buying a car from (Edwin Escobar). Neither him or (Joey Dupuis) showed any care about the customer. Came to a deal after credit app was finalized and after trade in was appraised. Told him we have a deal I'm going to get the title for the trade in and come by tomorrow during lunch and they sold the car. told me "its first come first serve". Then threatened me by saying "do what you have to do I have your information" Because I told him I would be leaving this review. read more

I drive an RX and dealt with sales and service. Both departments are awesome to deal with. Very friendly and easy to reach someone to help you. They're always busy but they try to provide first class service. Free breakfast on Saturdays....omelette or tacos. Free snacks and coffee. They're are also snacks to purchase. It's not hard to make an appointment. Compared to Audi and Infiniti, Lexus IS second best to Infiniti. Infiniti imo has the best service. I recently had a flat tire and road side assistance (24 hours service) immediately came out to fix it (part of my warranty) and Napoleon (from roadside) was the sweetest. He advised me on what was best for my car and was so nice. Grant (from service) immediately called from the dealership to ask me if I needed a loaner and updated me and my car status. I could text or call him & he would respond in minutes. Maintenance price is much better than Audi for sure. I can't complain much about Lexus!! read more

Sterling McCall Lexus - Complimentary omelettes every 2 Saturday's plus hash browns - Car Dealers Near Me - Houston, Texas

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Salesman did not follow-up as promised. Was not there the following day as promised. Did not tell me the color was unavailable in my desired model. I could go on, but let's leave it at this was the 2nd time they had the opportunity to serve and sell. It is also the 2nd time the General Manager said they would look into the matter. No follow-up. Salesman still there. Proof that only the $ matter. read more

I was in the market for a car for around 6 months. After going to many many dealerships I found a used car I liked here. I went to see it at night just to make sure it was there and to see if I wanted to continue with the purchase. I dealt with Mo B. - he never pressured me, he never said anything that was made me question him or the dealership. He texted me once to see I was coming in on the day I said and thats all. He was a great salesman! He was also very patient with everything I asked him, I was very grateful. Buying a car is so stressful and when someone can listen, answer your questions and go above and beyond, thats a deal! Sterling McCall Lexus is great company if the dynamic here is not like any other dealership. read more

I'm the process of wanting to buy another Lexus after my last one was totaled 2 weeks ago from a car accident. The customer service sucks. Can't get in contact with anyone, you call, ridiculous wait times. No one is really there to help you read more

Recently bought my first car with the help of Chet Sourn and Alan Saad. I cannot be more pleased with my car! The service was incredible. They truly went above and beyond with the whole process. Highly recommend!! read more

Sterling McCall Lexus - Car Dealers Near Me - Houston, Texas

Was here over the holiday season which I get is busy but come on! We were here to get not one but TWO cars and they didn't help at all. For a Lexus dealership, you would expect better treatment. Family still ended up getting the cars. I know it's a busy time as it's the end of the year but it seriously took us over 2 hours to get the car once everything was done. No one checked up on us and we had to run around the dealership to find people who would help and update us. While we were waiting, we got hungry and there are literally no snacks or anything for us unless we bought the snacks which was ridiculously priced. We already bought a car, can't you just feed us while you make us wait over 2 hours through dinner?! Go somewhere else to get your Lexus. Not worth it here. read more

Worst experience ever. The sales people are not there to help anyone purchase a vehicle. I would not recommend this dealership to any of my friends or family members. Do not waste your time there are other dealerships that are caring and want to sell you a vehicle. read more

I purchased a certified Lexus 350 RX in April 2022, along with a maintenance agreement. May 24 a letter was sent saying the maintenance agreement could not be completed. I've already started making payment on this maintence agreement. Numerous time I've called the finance person who sold me the agreement only to get his voice mail, I've called my sales person still no help and yesterday I called general manager still no help. I was also told touch paint would be done on my car but not one spot was touched. Cars are more expensive but service is horrible I only want what I paid for read more

This dealership used to be top-notch it gradually went down over the years we've been getting our car service here for well over 15 years now and have purchased over 10 vehicles from this dealership Yet recently time after time we have been getting ripped off the service department has downgraded their quality recently had three car service there and I had issues with all three of them the service reps were very unprofessional and did not treat me like a Lexus customer I wouldn't even trust this dealership to wipe my windshield at this point that's how bad of a job they did I wasted $1200 getting one of my car serviced here just to have a breakdown on the side of the highway when I had a towed back to them they told me that something else went wrong even though they gave me a report stating that the only issue my car had what is the starter but all of a sudden it's the alternator and 10 other things I don't believe that they take the time to actually work on these cars and the staff are absolutely some of the worst people I've had to deal with. Save your time just go to clear choice Lexus or north side Lexus or any other dealship where they will value you and your car. read more

Came here around 9am for an oil change and to check my car because the car engine light came on. There was quite a few people waiting in the lounge so I knew I would be waiting for awhile. It was nice that they served complimentary omelettes and refreshments. But I waited more than THREE HOURS. Last time I was here, it only took maybe 2 hours max. Service advisor, Micheal did not update me as the morning went on. If I knew it was going to take this long, I would have asked someone to pick me up and come back in the afternoon. After 3 hours and 30 minutes of waiting, Micheal came back to tell me the issues of my car and that I might as well limp home. Then to tell me that there was no point of doing an oil change so he didn't get that done. At this point, I was really upset. I waited THREE HOURS just to have nothing done. If I wanted a diagnostic, I could have gone somewhere else and have it checked out less than an hour. I got a second opinion of course from another shop and they told me, getting my oil change had NOTHING to do with the issues with my car. They said it was like saying your ear is dirty so we can't clean your teeth. So I called Lexus to ask to speak to their service manager, Larry. He told me he would check on it and call me back. He called me back in a few minutes and said also there wasn't any reason that they couldn't do the oil change. Told me to come back and they would take care of it for me. Moral of the story- If you get Micheal as your service advisor, be advised HE WILL WASTE YOUR TIME. read more

Sterling McCall Lexus - Complimentary omelettes and coffee - Car Dealers Near Me - Houston, Texas

To whom it may concern: Last week on 5/19/17 my wife brought in our car for a safety recall along with an oil change. I understand that you guys recommend all the services needed so I told my wife let me check it and will call you when we are ready to return the car for u you guys to do so. First- she picked up the car, the gas tank was totally empty and light was on. However I remember clearly that with a Lexus recall it was a common courtesy practice that they fill up your gas tank every time. We did not expect a full tank of gas but cerainly not an empty one with 16 miles left on range. Second- you guys told her front brake pads were only 1mm and CV boots crack open however I personally checked the next morning and her brake pads more then 50% at 6mm (see attached pictures). CV boot still good on the passenger side just a little leak but not cracked open. The intentions of this email is to bring awareness of the practices that currently represent Lexus that does not align with what Lexus is usually known for which is superb customer service read more

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